Refund And Cancellation Policy

Product: RehabDesk AI
Effective Date: 1 September 2026
Last Updated: 1 September 2026

1. Overview

This Refund and Cancellation Policy ("Policy") sets out the terms under which you may cancel your RehabDesk AI subscription and the circumstances under which you may receive a refund. This Policy should be read together with our Terms and Conditions.

2. Free Trial

All new RehabDesk AI accounts begin with a 7-day free trial with full Pro plan feature access. No payment information is required to start a trial (where applicable to the signup flow). No charges are incurred during the trial period.

At the end of the trial:

• Your account will be moved to a suspended state if no subscription is activated.
• You may export your data before your account is suspended.
• Trial data is retained for 30 days post-trial-expiry, then permanently deleted.

3. Subscription and Billing

3.1 Subscriptions are billed monthly or annually in advance, depending on the billing cycle selected at the time of purchase.

3.2 No lock-in. There is no minimum contract period. You can cancel at any time.

3.3 Subscriptions renew automatically at the end of each billing cycle. To prevent renewal, you must cancel before the next billing date (see Section 4).

3.4 Subscription Pause (Temporary Hold): If your clinic is undergoing renovation or you are on extended leave, you may request to pause your subscription for up to 3 months. During this period, your billing is frozen, and your data remains safe, but access to core features is restricted.

4. Cancellation

4.1 How to Cancel

You may cancel your subscription at any time through one of the following methods:

• In-platform: Settings > Subscription > Cancel Subscription
• Email: Send a cancellation request to support@rehabdesk.app from the registered email address of the clinic owner

4.2 Cancellation Effective Date

For monthly subscriptions, cancellation takes effect at the end of the current billing period. You will continue to have full access to the Service until that date.

Example: If your monthly billing date is the 10th of each month and you cancel on the 22nd, you retain access until the 9th of the following month. No further charges will be made.

4.3 Cancellation and Data

Upon cancellation:

• You retain full access until the end of the paid period (or effective cancellation date).
• After the subscription ends, your account enters a 90-day grace period during which you can log in to export your data but cannot use core features.
• After 90 days, all clinic and patient data is permanently and irreversibly deleted per our Data Deletion Policy.
• Invoice records are retained for 7 years from the invoice date as required by Indian accounting and tax law, regardless of cancellation.
• Before cancelling, use the 1-click CSV export feature to download all your data. We strongly recommend doing this before your grace period expires.

4.4 Staff Access After Cancellation

All staff member access (doctors, receptionists, staff) is suspended when the subscription ends. Only the clinic owner account can log in during the 90-day grace period.

5. Refund Policy

5.1 Seven-Day Money-Back Guarantee

We offer a 7-day, no-questions-asked money-back guarantee for new subscribers. If you subscribe to a paid plan and decide it is not right for you within 7 days of your first payment, contact us at support@rehabdesk.app and we will issue a full refund of that payment within 5-7 business days.

Conditions for the 7-day money-back guarantee:

• The refund request must be received within 7 calendar days of the initial subscription payment.
• This applies to the first payment only; subsequent monthly or annual renewals are not covered.
• The guarantee applies once per clinic account. If you cancel and re-subscribe with the same or a linked account, the guarantee does not apply again.

5.2 Fair Refund Policy (Pro-rated for Annual Plans)

We believe in earning your trust, which means we don't believe in trapping you in a yearly contract if you decide to stop using our service.

If you are on an Annual Plan and choose to cancel before the year is up, you are eligible for a Pro-rated Fair Refund.

How it is calculated:

• Annual plans are offered at a steep discount compared to monthly plans. If you cancel early, that annual discount is forfeited.
• The months you did use the software will be recalculated at the standard Monthly Rate of your chosen plan.
• The refund amount is: Total Annual Amount Paid minus (Months Used × Standard Monthly Rate).
• Example: You pay ₹10,000 for an Annual Plan (discounted). The standard Monthly Rate is ₹1,200. You cancel after 4 months. We calculate your usage as 4 months × ₹1,200 = ₹4,800. We refund you the remaining ₹5,200.

For Monthly Plans: After the initial 7-day money-back guarantee period, monthly subscription fees are non-refundable. You retain access until the end of your current paid month, but no partial refunds are given for unused days in that month.

5.3 Exceptional Refund Circumstances

We will review refund requests outside the 7-day window on a case-by-case basis in the following exceptional circumstances only:

To request an exceptional refund, email support@rehabdesk.app with your clinic name, registered email, payment date, amount, and a description of the circumstance.

5.4 Refund Processing

Approved refunds are processed within 5-7 business days to the original payment method. Depending on your bank or card issuer, it may take an additional 3-10 business days to appear in your account. We cannot accelerate processing by third-party financial institutions.

For Indian customers, refunds are processed in INR. For international customers, refunds are processed in the currency of the original charge.

6. Plan Downgrades

6.1 You may downgrade from Pro AI Growth Suite to Solo plan at any time.

6.2 The downgrade takes effect at the end of the current billing period. You will retain Pro features until that date.

6.3 No partial refund is issued for the difference between plans within an already-paid billing period.

6.4 Upon downgrade, WhatsApp, Instagram, and GMB integrations are suspended. Associated data (chatbot conversations, templates, GMB configurations) is retained for 30 days post-downgrade, then archived. If you upgrade again within 30 days, configurations are restored.

7. Plan Upgrades

7.1 You may upgrade from Solo to Pro AI Growth Suite at any time.

7.2 The upgrade takes effect immediately.

7.3 For mid-cycle upgrades, we calculate a pro-rated charge for the remaining days in the current billing cycle and charge the difference. The new plan billing cycle then continues from the original billing date.

8. Wallet Balance (Messaging Credits)

The messaging credit wallet balance used for WhatsApp/SMS broadcast delivery is separate from the subscription fee and is governed by the following:

• Wallet credits are non-refundable once consumed (messages sent).
• Unused wallet credits at the time of account cancellation are non-refundable unless required by law.
• Wallet top-up amounts are non-transferable between clinic accounts.

9. Contact for Refund and Cancellation Queries

Email: support@rehabdesk.app
Support: support@rehabdesk.app
Response Time: We will respond to refund and cancellation requests within 2 business days.

This Refund and Cancellation Policy was last reviewed on 1 September 2026.